[DEMUG] jumping thru Apple's hoops for warranty repair

[Michele Stapleton]

I have a 30" cinema display, I paid close to $2k for it, and have had  
recurring minor problems with it since I purchased it, but it is  
still functional on a day-to-day basis. I still have plenty of time  
on the warranty, so  I decided that I wouldn't ship it off for repair  
until Christmas, when I knew I would be out of town for over a week.  
I figured that would be an ideal time to  have it gone since I  
wouldn't be using it anyway.

I called this morning to get the address for shipping as I’ve leaving  
town tomorrow morning, and after three hours on the phone and going  
thru at least four different people, I FINALLY got someone who was  
willing to give me the address. Oh My Gosh.

I just can't believe what a production was made of this.  I have the  
original box it was sent to me in, but the original call taker, his  
supervisor and the customer service rep after him insisted that they  
have to send me a box for shipping.

The response I kept running up against was THAT IS OUR POLICY.  I  
explained until I am blue in the face that I have the original box, I  
am willing to pick up the complete cost of shipping, I want to send  
it FedEx, but still they were a stone wall. They wanted me to wait  
for their box which obviously wouldn't arrive until after my one week  
shutdown so I would come back from my shut down ready to get back to  
work and the first thing I’d do was ship off my monitor. No one  
seemed to understand the importance of shipping the monitor now so as  
to minimize the time I would be without it.

I am flabbergasted. My assistant (who is overhearing my side of the  
conversation) hit the nail on the head when she said "I would never  
expect this out of Apple.”

The fellow who was in customer service was the worst. He said their  
warranty would be invalid if I didn’t wait for their box and an air  
bill. So, while I was on hold I went and read the warranty which says  
”and if you no longer have the original packaging, Apple may send you  
packaging material.” http://www.apple.com/legal/terms/repair/ 
naonlinerepair.html  When he came back to the phone, I called his  
attention to what I had found, and his response was “that’s not in  
the warranty.”

He also said “We have to pick the shipper. If you pick the shipper  
and the displays arrived damaged in shipping, we can’t be held  
responsible.” I said, “yes, you are right. If I pick the shipper and  
it’s damaged in shipping, I’m left to go against my shipper.” Plus, I  
will insure it anyway.

ARGH.

I finally said “All I want to do is ship it before I leave town in  
the morning. If you could let me use my own box and if you insist I  
use your shipper, if you could find a way to get me an air bill  
today, either as a pdf attachment to an e-mail or a fax, then that  
will allow me to get the display sent. “ I stood firm that this could  
be done today and finally a fellow was willing to give me all the  
information I need to write on an air bill.

Three hours.

I guess I just wanted to rant and to warn folks who might be shipping  
in products to leave yourself plenty of time to jump thru Apple's hoops!


Michele

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Michele Stapleton, photographer
BRUNSWICK, MAINE
http://www.MicheleStapleton.com
http://www.MaineWeddingPhotographer.com/
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